退货政策

At Jaserie, we strive to ensure you are fully satisfied with your purchase. If you are not, we’re here to help—subject to the following terms:

Eligibility for Returns

Our return policy is valid for 30天 from the date of purchase. If more than 30 days have passed, we unfortunately cannot offer you a refund or exchange.

To be eligible for a return:

• The item must be unused, undamaged, and in the same condition you received it.

• The item must be in its original packaging.

• You must provide your order number for verification.

Non-Returnable Items

The following items are not eligible for return:

• Gift cards

• Downloadable software products

• Pillowcases (due to hygiene reasons)

• Items purchased offline or from retail/physical stores

• Orders placed through third-party platforms (e.g., Shopee, Lazada, TikTok Shop)
  
  (Note: Only purchases made directly from our official website are eligible for return/refund.)

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Partial or Non-Refundable Scenarios

Partial refunds or no refunds will be granted in the following situations:

• Any item not in its original condition, damaged, or missing parts not due to our error

• Items returned after 30 days

• Refund requests due to size issues, as we clearly display product dimensions on our website. Please ensure you review the size before purchasing.

• Returns due to personal preference or “not suitable” reasons

• Returns within 30 days without a valid reason (e.g., ‘change of mind,’ ‘no longer want the item,’ or ‘found a cheaper option’) will not be accepted.

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退款

Once your returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

If approved, the refund will be processed and credited to your original method of payment within a 3-5 working days.

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Late or Missing Refunds

If you haven’t received your refund:

1. Recheck your bank or card account.

2. Contact your credit card company—it may take time before your refund is officially posted.

3. Contact your bank—there is often some internal processing time.

If you’ve done all of the above and still haven’t received your refund, please contact us at support@jaserie.com.

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Sale Items

Only regular-priced items are eligible for refunds. Unfortunately, sale or discounted items are non-refundable.

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更换

We only replace items if they are:

• Defective

• Damaged

• Sent in the wrong color

If you need an exchange for the same item, [click here] (insert link) to begin the process.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive store credit for the return value. If not, the refund will be issued to the original purchaser.

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Return Shipping

To initiate a return:

• You will be responsible for your own return shipping costs.

• Shipping costs are non-refundable. If your refund is approved, the cost of return shipping will be deducted from your refund amount.

• For returns valued above RM300, we recommend using a trackable shipping service 或者 purchasing shipping insurance. We cannot guarantee receipt of returned items.

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Terms & Conditions for Pillow 99 Days Warranty:

1. Only customers who have successfully paid RM2 for the warranty subscription are eligible for the 99-day trial service. (Subscribing after receiving the pillow is invalid.) 只有成功付费RM2 订阅warranty的顾客才能享有99天试睡服务。（拿到枕头后才订阅是无效的）。
2. Retail or offline store and third party platforms purchases are not eligible for returns or the 99-day warranty service. 实体店或线下购买的订单不适用于退货和99天试睡服务。
3. Within 14 days of receiving the product, you must open and inspect the pillow. If you have any questions, please contact our customer service for assistance.收到货的14天内必须打开并检查枕头，若有任何疑问务必及时联系我们客服协助处理。
4. To return the pillow within the 99-day period, please contact customer service to verify the validity of the warranty. 在99天内若要退还枕头，请联系客服进行核实warranty的有效期限。
5. Payment will be reviewed and processed within 14 days of the pillow’s return. If the returned items are missing or damaged, the refund will be either invalid or reduced. 款项会在枕头退回的14天内进行审查并process。若寄回的货物有遗漏或破损，退款将无效或减半。
6. Upon confirming that the items have not been intentionally damaged and no parts are missing (pillow core, adjustment pillar, inner cover, box), we will provide a full refund. 在确定货物没有被恶意破坏和遗漏零件（枕芯+调整柱+内套+盒子）的情况下，我们将会进行全额退款。
7. Pillowcases are non-refundable. 枕头套是无法进行退款的。
8. The returned pillows will be donated to charitable organizations or nursing homes and will not be resold. 退回的枕头我们将会捐献给慈善机构或老人院，并不会进行2次销售。